Customer Service Account Manager

IVIE DIAZ

SUMMARY

Director of Operations & Account Management Expert in solution solving to remove obstacles in the way of great people doing great things.

EXPERIENCE

Director of Operations & Account, 05/2022 - Current

Highland Cabinetry Inc

Overseeing 10 Account Managers & 4 Warehouse managers

Evaluate operational and business performance

Establish the best business process for Company Operations

Identify opportunities for improving department and program effectiveness and support strategic solutions

Lead in assisting internal stakeholders to ensure accounts/projects/programs assigned are conducted professionally, on schedule, and on budget

Manage the team to success, monitor performance, bring out their talents, and motivate them to make all changes necessary

Create SOP, & Processes for requested departments per management team

Review and maintain client email correspondence, responding to inquiries in a timely manner, acknowledging email receipts, and researching open issues as needed; maintain positive customer relationships

Study and learn the programs and clients to be able to answer any questions related to all processes for the company

Responsible for managing respective accounts for new hires to come.to ensure a professional account handoff

Be the point of contact for employees' questions and needs when onboarding and during training

Along with reinforcing policies & procedures within said departments as needed

Ensure that all orders are being handled timely by each department in sequence per policy

Manage and disperse new clients within the account management team

Train all new hires for Account Management

Oversee and analyze account management performance and perform 1:1 to review data collected per SME

Responsible for assisting in short and long-range capacity management, including forecasting inbound and outbound volume, account manager orders, QA of clients, shrink, and projecting future hiring needs

Writing scheduling strategies and plans processes that optimize resource costs and ensure SLAs are consistently met

Analyze workload and staffing impact, assess operations, and provide recommendations for increased performance of organizational goals

Support senior leaders in the development of workforce plans directly tied to strategic initiatives

Creating a process handbook for account managers & other departments

Analyze historical trends of occupancies and utilization levels of staff use in future planning; determine the best time to conduct offline activities while maintaining service levels

Maintain strong working relationships with other LOBs within the organization to ensure efficient and effective problem-solving, issue resolution, and process optimization

Champion new initiatives and analyze business trends for continuous improvement, ensuring new initiatives are measurable

Assist in managing department priorities, workload, and resources in support of department requests and strategic analyses

Ensure employee safety procedures are being followed

Conduct employee safety reviews and job site accident reports

Risk and accident management by filing timely reports when necessary

Conduct weekly audits and credit collections for clients partnered

To sync with the accounting department to request payment

Conduct and organize employee briefings and meetings

Manager of Operations, 07/2021 - 01/2022

StaffZone - Phoenix

Remote)

Oversees all aspects of personnel management for our temporary workforce including payroll, recruiting, dispatching, and supervising the temporary workforce assigned to our clients

Provides exceptional customer service to our current and prospective clients on a daily basis, while demonstrating a high level of critical thinking to solve problems

Dispatched 153 temporary/contract workers to various job sites by preparing work time tickets, distributing and collecting safety equipment, and directing employees to job site locations

Responsible for recruiting, hiring, and other human resources functions

Managed a team of 6 within the branch

Qualified temporary employees for work eligibility, assist applicants with the employment process, and process payroll for completed work orders by contractors and other businesses partnered with Staffzone

Visited over 200 job sites to ensure employee safety procedures are being followed

Conduct employee safety reviews and job site accident reports.

Safety Sr, 07/2020 - 01/2022

Bird, COE

Creating SOP and claims process outlines for new trends on the platform USA and Europe

Creating workflow guidelines for new hires, for the USA and Europe territories

Manage and monitor the handling of global escalated support tickets and prioritize responses

Analyze safety incidents to determine appropriate action items (written acknowledgment, behavior action) place outbound phone calls as needed, account termination, appeasement, and submission as an insurance claim to necessary insurance per state/country regulations )

Communicate with external stakeholders such as police, mayors, city counsels, and community complainants corporations to resolve/permit public safety reports

Draft written and verbal follow-ups for unique events and safety-related issues

Conduct an investigation into all accessible information (via Bird's internal systems and outside research) to gather relevant facts to help resolve safety issues and determine appropriate courses of action in conjunction with stakeholders

Create and revise standard operating procedures and monitor performance, and adapt where necessary

Gather safety data and compile reporting for internal analysis and city data requests

Identify incident/component/location data trends and make recommendations to reduce future incidents.

Safety Sr. Investigator II, 08/2016 - 01/2020

UBER, PHX COE — Global Trust

Lead internal/external investigations with high risk or complexity related to the business process, procedures, and policy

Utilizing Jira to maintain a workflow of special cases

Conduct Investigations and apply appropriate techniques while compiling sensitive information (interviews, e-discovery, evidence collection) and make recommendations for solutions

Communicating with key stakeholders while overseeing long-term, escalated cases with high media risk to ensure an efficient resolution

Investigating, mitigating, and responding to over 100 + contacts a month relating to health & safety cases involving partners, riders, and third parties

Consistently met and exceeded performance metrics through the use of subject matter and workflow expertise

Built and maintained relationships across the organization to improve processes for a more positive employee and customer experience

Standard Compliance Audits

Subject matter expert and product developer for, Uber for Business Health Safety cases and trained/overseen a team of 10 SMEs within this line of business

Providing concierge-level, white-glove support to over 60k Premium Riders that take over 40 trips per month

Demonstrated a high level of critical thinking to solve problems

Provided floor leadership to new onboarding investigators by conducting live call observation, and live feedback and facilitating on-the-job side-by-side training

Utilizing C360 and Jira to report and investigate bugs and outages for the team to ensure a seamless experience for our riders

Consistently meet and exceeded weekly metrics by applying direct feedback in an evolving and diverse working environment

Lead a team of 5 for a workcation project to create new ideas for the platform

To be the team picked to implement our idea of rider/driver perks

Known as the tiers set within the app today.

EDUCATION AND TRAINING

Bachelor of Science, Nursing, 05/2009

Arizona State University (BSN)

ADDITIONAL INFORMATION

AWARDS -, HIPPA Certified - OSHA Certified - ICD 9 & 10 Certified - Dean's List - Helping Hand achievement for Teaching/Development - Over and Beyond in COE Recognition

CONTACT

Address: Phoenix, AZ 85041

Phone: 602-***-****

Email: adxg76@r.postjobfree.com

SKILLS

Results-driven professional who is organized with sharp attention to detail and accuracy, with excellent Interpersonal and listening skills. With extensive experience in Project Management, SOP creation, and a well-rounded in Management & Leadership. Proficient in using JIRA/Zendesk, Sales Forces, and SEO/SME. and executing KPI/QA processes to ensure the success of projects. Adept at managing Ad Campaigns, providing training, and utilizing Querybuilder for data analysis. Well-versed in PPC/SEO Skilled in Investigation Training, Coaching, and Developing teams, and experienced in payroll, recruiting, and dispatching. Excellent verbal and written communication skills and proficiency in using systems such as Bliss NetSuite & Bizowie, and Google Suites. Experienced in Public Relations, speaking, and Brand Establishment with an energetic and personable approach.

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